Now hiring
Customer Research Manager
Now hiring

Customer Research Manager

About Toptal

Toptal is a global network of top freelance talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and over 40% year-over-year growth, Toptal is the world’s largest fully remote company.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

Position Description

Toptal is looking for a Customer Research Manager to join our Market Insights team. The ideal candidate has a proven record of independently running bespoke customer and market primary research projects, influencing decision making and identifying opportunities that support business objectives and strategies. We are looking for someone with a strong foundation in quantitative and qualitative market research along with the ability and desire to expand beyond it, in order to further improve the business understanding of key audiences, customer perceptions, experience and engagement with Toptal. This person must have the curiosity, work ethic, and experience that allows them to take business questions from stakeholders and translate them into research methodologies and briefs and provide insights that drive decisions.

You must possess excellent analytical abilities as well as outstanding business acumen. This role requires a self-starter attitude, being comfortable working in a fast-paced and ever-changing environment, with strong attention to detail. You’ll also be extremely people focused, an excellent communicator, and someone who takes pride in delivering results with their team.

This is a remote position that can be done from anywhere. Due to the remote nature of this role, we are unable to provide visa sponsorship. Resumes and communication must be submitted in English.

Responsibilities:

  • Partner with the Marketing leadership team to understand business questions that can be answered through market research.
  • Propose appropriate market research methodologies that most effectively provide insights that drive marketing strategy.
  • Own end-to-end execution of in-depth analysis for ad-hoc requests and projects, both qualitative and quantitative such as target audience research, journey mapping and industry insights.
  • Communicate research findings to the Marketing team, other business functions and the executive team.
  • Leverage other data sources to augment findings from market research such as social listening, news and industry trends and reports to provide comprehensive insights.
  • Partner with Marketing Strategy as well as Talent Operations and Revenue teams on running talent and client studies using various research methodologies and platforms when appropriate.
  • Desire to own and lead the Customer Research element within the Market Insights team with prospect of developing a team to meet the growing demand of customer insights in the business.

In the first week, expect to:

  • Onboard and integrate into Toptal.
  • Become acquainted with the teams, product, and business operations.
  • Familiarize yourself with market research already conducted.

In the first month, expect to:

  • Work closely with various stakeholders within marketing on identifying open questions that can be answered with market research.
  • Prioritize and propose studies that will drive impactful marketing decisions.
  • Get familiar with Toptal’s Talent Marketing Strategies, Talent Operations team, screening and retention process; as well as client engagement and partnership.

In the first three months, expect to:

  • Start establishing yourself as the go-to resource for all questions related to understanding Toptal’s client and talent personas and journeys.
  • Have a well-defined roadmap of periodic and ad-hoc studies that help drive marketing strategy.

In the first six months, expect to:

  • Establish a steady cadence of impactful market research insights that are shared across the marketing team and Toptal leadership.
  • Develop a strong understanding of Toptal’s client, talent personas and journeys that enables you to provide powerful, actionable recommendations that drive marketing strategy including messaging and targeting.

Requirements:

  • Minimum of 7 years of experience in Market Research - Qualitative and Quantitative at a research agency or client side.
  • Bachelor’s degree in Marketing, Analytics, Business or related field.
  • Experience running primary research end-to-end from understanding research objectives, selecting the appropriate methodology, designing research questionnaires and moderator guides, managing research vendors and sharing insights with stakeholders and executive team.
  • Experience in customer research, segmentation personas, journey mapping, focus groups, in-depth interviews, and online surveys.
  • Ability to understand business objectives and identify opportunities to apply market research methodologies to drive decisions to achieve them.
  • Ability to work with senior leaders and stakeholders with a broad range of business objectives and questions and translate them into actionable market research proposals.
  • Desire and ability to work beyond traditional market research including social listening, news monitoring and competitive analysis to produce multi-faceted, comprehensive perspectives on Toptal’s client and talent personas and competitors.
  • You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.
For Toptal Use Only: #LI-REMOTE #LI-MR2 #northeast #canada #uk #europe

Who You Will Work With

Travis Anderson

Travis Anderson

VP of Business Analytics

As Toptal's VP of Business Analytics, Travis leads a team that enables data-driven decision making by connecting business strategy with data activities (i.e., data analysis, reporting, diagnostic analytics, and data science). Business Analytics supports all functional areas of the business, including sales, marketing, finance, product, operations, and HR. Travis brings over a decade of experience building and leading analytics and engineering teams to drive significant business growth, including at Vivint Smart Home, Symantec, Brigham Young University, and at his own startup, Mapline. He holds BS and MS degrees in Mechanical Engineering and an MBA from Brigham Young University.

Wojciech Gryc

Wojciech Gryc

VP of Market Insights

Wojciech Gryc a former entrepreneur and data/AI researcher as Toptal’s VP of Market Insights. Wojciech started his career at IBM Research, and went on to study math and social science of the Internet at Oxford, on a Rhodes Scholarship. More recently, he founded and scaled Canopy Labs, an ML-driven data platform used to personalize customer journeys. The software was used by companies like Expedia, JetBlue, Carnegie Hall, the Whitney Museum, and more. Wojciech is joining Toptal from Phase AI, where he was helping startups launch AI- and ML-driven products and digital transformations. Across Canopy Labs and Phase AI, Wojciech’s revenue and marketing optimization projects covered over 150 companies, 100 million user profiles, and $5B in revenue.

View the Whole Team

Working at Toptal

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Working at Toptal has been the best experience of my career. Every day I'm surrounded by intelligent, thoughtful, and hard-working colleagues that push me to be better.

Jordan Lyons

SEO Manager